UPDATED: Possible Meeting With GWR to Discuss Concerns/Questions

[philthetube]

Totally agree with what you are saying about staff caring, however you are not getting what I am saying.

Most staff will be happy for a complaint to be made as they are doing nothing wrong and passenger complaints are probably much more effective at getting something sorted than staff ones.

 

[Kath123]

Hi Everyone

Thank you for all the continued responses here. I really appreciate them and am trying to listen carefully and process what has been said. I have been away from home the past few days, I am now home but very tired so I hope that people don’t mind if I wait until tomorrow to try and respond to a few of the points raised.

I just wanted to let you all know that I received an e-Mail this morning regarding the complaint. The time it was received in my inbox was bang on 9am and sadly I think it’s probably just a non personalised template e-Mail regularly sent out but perhaps I’m wrong?

The wording of the e-Mail is below:

From: GWR No Reply
[email protected]

Title: Case Reference: Redacted

Thank you for getting in touch with GWR.

As it’s now been 4 weeks since you contacted us, we wanted to let you know that we haven’t forgotten about your complaint and we’re sorry for the delay in responding to the issue you’ve raised.

Our team are working as hard as they can on all the correspondence sent to us and will be back in touch as soon as possible.

Thank you for your patience.

Great Western Railway

I mean I’m a bit disappointed there’s no update, no timescale and no named contact for the person dealing with my complaint but perhaps I’m harsh? Any thoughts please?



PS Although I’m still not managing to go back to using Yeovil Pen Mill station at the moment I wanted to share that I did have a very good assisted travel journey today between two other stations. Really appreciated the assistance provided and it was a positive part of my day.

 

[sh24]

That is, 100%, an automated email from a CRM (Customer Relationship Management) system.

 

[Kath123]

When you next contact GWR you could ask that a note be put on your file stating that you need alternative transport is assistance is not availabl

Thanks for your posts. I understand a Manager from GWR put a note on my Passenger Assist profile in May (two months before the incident detailed in this thread) stating I need to use staffed stations for assistance and that alternative arrangements need to be made for me to get to/from the next staffed station if Yeovil Pen Mill is not manned.

Have you actually told GWR about the hotel costs?

If you're talking to them as you're talking to us here, they should have no issues with you. You are complaining about a genuine issue that they need to fix. You are being perfectly reasonable and polite. If the station is unmanned, regardless of whether it's supposed to be or not, they need to provide you with access to your journey, for example a taxi to a manned station. Personally I would book assistance as usual, then call GWR customer services a couple of hours before you want to travel to ensure there will be staff there, which if it is unstaffed, they will have the time to sort a taxi out which they pay for. Or they can let you know that there is someone there who they expect to be there within a couple of hours and they should be able to call the staff member directly to ensure they will be available.

Hi thank you for your reply and for trying to help.

I haven’t told GWR about the hotel costs. As I don’t feel able to go back to Yeovil Pen Mill at the moment whether it is manned or not I think they will say that’s my choice and therefore any costs incurred as a result should be mine.

I haven’t had much contact with GWR about the complaint. The timeline is below:

Friday 9th August: Complaint made
Monday 12th August: Complaint acknowledged and I telephoned the Accessibility Manager at GWR for brief conversation
Thursday 29th August: I telephoned GWR Customer Services for an update on how on how the complaint investigation was progressing. This wasn’t a long call. I just said I was anxious so calling for an update. I was told the complaint was being investigated by the specialist team and the investigation should be finished by 12th September.
Thursday 12th September: I received a non personalised e-Mail acknowledging GWR have had the complaint 4 weeks and haven’t forgotten about it.

The idea of ringing Passenger Assist two hours before travel is not a bad idea in theory but I’m not sure it would always work in practice. Sometimes I need to travel shortly after the staff have arrived at the station for the day and I also find it variable how easy it is to get through to Passenger Assist on the telephone. Sometimes they answer immediately but sometimes there is quite a queue - for example Wednesday evening it took me nearly half an hour queuing before I could get through on the phone to make an Assisted Travel booking.

That is, 100%, an automated email from a CRM (Customer Relationship Management) system.

Ah, I thought so! Thanks for confirming.


I also have not forgotten the idea @Titfield had about contacting South Wessex Community Rail Partnership to see if a volunteer can perhaps help me regain my confidence using Yeovil Pen Mill station but wonder if I should wait until GWR have completed their complaint investigation before doing this??

Does anyone know what is the longest time GWR can take to respond to a complaint?

Thanks again everyone for your help and support.

 

[Travelmonkey]

Thanks for sharing your experience. Indeed I have had many positive Assisted Travel journeys by train over the past 20+ years and occasionally alternative transport has been provided. Obviously unfortunately the experience detailed in this thread did not go well for me.

I am currently struggling immensely and feel incredibly alone. I still have not received a complaint response from GWR at this time and my MP has not responded to my e-Mail. This week I have paid out £299 in hotel costs due to not feeling able to use Yeovil Pen Mill station however being on a low income I cannot continue like this.

From checking the station facilities page for Yeovil Pen Mill on the GWR website it seems the station is short staffed again this week. When you click on Ticket Office a station message comes up saying the station was not manned at all Sunday or Monday this week and only from 13:00 to 18:25 Tuesday. I guess at least they’ve put it online this time so people know.

Thanks to everyone for all your support, you’ve all been great.

unfortunetly sometimes you gotta do the fine ballence, spending nearly 300 quid to avoid a station is deffinetly a stretch, I recomend getting your GP to put in a mental health referal, some CBT to get over your axieties would probably do you some good, as you've said you

have had many positive Assisted Travel journeys by train over the past 20+ years

don't let this bad expierence sour things for you as others have noted leave plenty of time and don't be afraid to stand your ground, if arriving and noone is there pull the green leaver on the train doors you'll likely upset the guard but it sometimes pays to have the Doug Pauley method as for heading outbound if your being dropped off by a loved one or friend they can show you though, it's more tricky going solo sadly,

 

[Albobs]

Thanks for your posts. I understand a Manager from GWR put a note on my Passenger Assist profile in May (two months before the incident detailed in this thread) stating I need to use staffed stations for assistance and that alternative arrangements need to be made for me to get to/from the next staffed station if Yeovil Pen Mill is not manned.



Hi thank you for your reply and for trying to help.

I haven’t told GWR about the hotel costs. As I don’t feel able to go back to Yeovil Pen Mill at the moment whether it is manned or not I think they will say that’s my choice and therefore any costs incurred as a result should be mine.

I haven’t had much contact with GWR about the complaint. The timeline is below:

Friday 9th August: Complaint made
Monday 12th August: Complaint acknowledged and I telephoned the Accessibility Manager at GWR for brief conversation
Thursday 29th August: I telephoned GWR Customer Services for an update on how on how the complaint investigation was progressing. This wasn’t a long call. I just said I was anxious so calling for an update. I was told the complaint was being investigated by the specialist team and the investigation should be finished by 12th September.
Thursday 12th September: I received a non personalised e-Mail acknowledging GWR have had the complaint 4 weeks and haven’t forgotten about it.

The idea of ringing Passenger Assist two hours before travel is not a bad idea in theory but I’m not sure it would always work in practice. Sometimes I need to travel shortly after the staff have arrived at the station for the day and I also find it variable how easy it is to get through to Passenger Assist on the telephone. Sometimes they answer immediately but sometimes there is quite a queue - for example Wednesday evening it took me nearly half an hour queuing before I could get through on the phone to make an Assisted Travel booking.



Ah, I thought so! Thanks for confirming.


I also have not forgotten the idea @Titfield had about contacting South Wessex Community Rail Partnership to see if a volunteer can perhaps help me regain my confidence using Yeovil Pen Mill station but wonder if I should wait until GWR have completed their complaint investigation before doing this??

Does anyone know what is the longest time GWR can take to respond to a complaint?

Thanks again everyone for your help and support.

I feel like they may possibly reimburse you for it. Definitely worth mentioning, the worst that would happen would be them saying it's your choice. Either way it demonstrates the impact that their lack of service has had on you.

 

[Kath123]

Thank you both for your thoughts.

I still haven’t received a response from GWR to my complaint. Should I chase it or is there no point due to the time that has passed?

 

[Titfield]

I would chase up a response. GWR should investigate and respond to each and every complaint.

 

[Dai Corner]

Thank you both for your thoughts.

I still haven’t received a response from GWR to my complaint. Should I chase it or is there no point due to the time that has passed?

Making a complaint | Great Western Railway

If are unhappy with our service and want to make a complaint, there are several ways for you to get in touch.

www.gwr.com

Rail Ombudsman​

Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve ongoing disputes between us and passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

• you’re unhappy with our final response to your complaint, which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
• we haven’t resolved your complaint within 40 working days of receiving it; and
• no more than 12 months have passed since we sent you our final response

 

[Kath123]

Hi All

I telephoned GWR yesterday to chase a response to my complaint as I wanted to give them one final chance to respond before potentially involving the Rail Ombudsman next week.

When I spoke to Customer Services they said there had been no action taken/notes on the complaint since August but they would chase it for me. They said there was discussion in August about what had happened but there was no resolution hence I hadn’t been contacted.

Today I received this e-Mail:

Case Reference: Redacted

Dear: Redacted

Thank you for your contact to (staff member’s name redacted) our Accessibility Manager regarding your journey from Yeovil Pen Mill to Weymouth on 2 August 2024. (Staff member’s name redacted) has asked me to contact you on his behalf. Please accept my apologies for not responding to you sooner.

I’m sorry we didn’t provide the support you booked when you travelled with us. This must have made your journey very difficult, not to mention upsetting. We know how important our Passenger Assist service is to our customers and we take any problems very seriously.

The details of your complaint were shared with the station Manager who has confirmed that the station was staffed from 11:00 to 18:45 that day due to staff shortages. We will always do our best to update the website to inform passengers of revised opening times, and I regret that this did not happen on this occasion.

We have ensured the Station staff are aware that if the station is going to be unstaffed, any booked assistance is reviewed, and our Passenger Assist Team is notified. They will then contact you with alternative arrangements for your journey.

I understand you called our Passenger Assist Team for assistance however the call was disconnected before a resolution was given. I am aware they did attempt to call you back, but I’m sorry these calls were unsuccessful.

There are no excuses we really have let you down and for your disappointing experience I have no hesitation in offering a refund for your ticket. I would be grateful if you could provide a copy of your ticket so we can arrange this for you.

In addition to this as a further apology, we would like to send you 1 x Standard Class complimentary ticket. Once we have received a copy of your train ticket, we will get this posted to you.

Once again, I’m sorry for your poor experience and I look forward to hearing from you soon.

Yours sincerely
(Staff name redacted)
Executive Correspondence Manager



So they’ve responded and apologised which obviously I’m grateful for. I don’t feel re-assured that assistance will go ok from the station in future and the same problems won’t occur as they’ve given me the same re-assurances things would change previously - I can only hope that now they have written them in a complaint response things will change. I feel disappointed it has taken them so long to reply to me and this makes me feel that infact my experience/the experiences people have using Passenger Assistance does not matter to them as much as they say.

Regarding the refund I’m assuming that as my off peak day return ticket from Yeovil Pen Mill to Weymouth cost £8.05 (with a disabled railcard) and I received assistance on my return (from Weymouth staff and the guard at Yeovil) I will only be entitled to £4.02 (and a half pence!)? I hope they aren’t going to ask for the receipt for the ticket I brought - I have the receipt but the ticket was brought at Weymouth so I guess that could get me in trouble? When they say they will give me a standard class complimentary ticket will this also be to Weymouth?

Although of course every penny counts and I’m on a low income I’ve no interest in trying to get money from GWR. I just want the assistance at Yeovil Pen Mill to work. I still don’t think GWR understand the impact what happened has had on me. Unfortunately I’ve still felt unable to return to the station and have now incurred over £400 in hotel costs as a result.

Thank you to everyone for all your assistance with this matter. What do you all think of the response from GWR? Should I just leave this there?

Below are a couple of responses from me to forum members. Apologies this has taken me a while:

unfortunetly sometimes you gotta do the fine ballence, spending nearly 300 quid to avoid a station is deffinetly a stretch, I recomend getting your GP to put in a mental health referal, some CBT to get over your axieties would probably do you some good, as you've said you

don't let this bad expierence sour things for you as others have noted leave plenty of time and don't be afraid to stand your ground, if arriving and noone is there pull the green leaver on the train doors you'll likely upset the guard

Hi thanks for your message. I’m not sure how it is where you are but unfortunately my experience of accessing NHS therapy/mental health services previously in Somerset is that the threshold for access is high. As much as I’m struggling I do not think I would meet their criteria at this time.

I do see a Psychologist privately on an ad hoc basis who is providing me with therapy for other things going on in my life. I have discussed briefly with her what has happened with Yeovil Pen Mill/the issues I’m experiencing and she is aware it is not the first time I’ve encountered issues when using the station. Her views were that I should not let the issues stop me from leading my life, using the station and that I should continue to flag the situation and complain as necessary. She seemed to understand my anxiety levels being high but said that she felt maybe I am taking the situation too personally and the station will have moved on from what happened on 2nd August. She said she will send me some audio information on anxiety.

I don’t know the location of the green leaver by the door (I don’t have enough sight to be able to see it) and I certainly don’t want to upset guards as I often rely on help from them.

I feel like they may possibly reimburse you for it. Definitely worth mentioning, the worst that would happen would be them saying it's your choice. Either way it demonstrates the impact that their lack of service has had on you.

I mentioned to GWR Customer Services yesterday when I called them that I haven’t felt able to go back to Yeovil Pen Mill station and this has led to me incurring over £400 in hotel costs. They acknowledged what I said but we didn’t have further discussion about it. Perhaps GWR could provide some support to help me go back to using the station?? Just a thought. I don’t know how possible it is.






It was mentioned earlier in this thread by some that they felt maybe it would be useful if I could have the telephone number for Yeovil Pen Mill ticket office. Does anyone think it’s worth me asking GWR if they will give me this and for permission to use it?

Thanks All. I really appreciate all your support and thoughts.

PS I unfortunately have received no response to the e-Mail I sent to my MP on 26th August. I’m not sure whether to contact them again or leave it?

 

[reb0118]

With regard to the refund I would assume it's for the full amount - and so should you, unless specifically told otherwise. Just submit your ticket. Where, & when, it was purchased in this case is immaterial.

With regard to the complementary ticket offer, again, I would assume that this would be for any applicable journey on the network of the train operating company concerned. However, this will be confirmed when you book it.

 

[skyhigh]

if arriving and noone is there pull the green leaver on the train doors

Just my opinion but it is irresponsible to use the green handles or recommend that others do so. Green handles on all units I'm aware of are for emergency egress - i.e. they will unlock and open the door. The door may be unplatformed and create a risk to yourself or those around you.

There is absolutely no issue with using the red handle/passcom or call for aid and I would fully encourage anyone who requires assistance but feels they have been forgotten to use it. All that will happen is the crew won't be able to depart until it's investigated and reset, there is no risk at all to yourself or other passengers that using an egress may cause.

 

[Travelmonkey]

Just my opinion but it is irresponsible to use the green handles or recommend that others do so. Green handles on all units I'm aware of are for emergency egress - i.e. they will unlock and open the door. The door may be unplatformed and create a risk to yourself or those around you.

There is absolutely no issue with using the red handle/passcom or call for aid and I would fully encourage anyone who requires assistance but feels they have been forgotten to use it. All that will happen is the crew won't be able to depart until it's investigated and reset, there is no risk at all to yourself or other passengers that using an egress may cause.

Yeah if a red one us avaliable/reachable good to go for that one, I have had it confirmed red is prefered but if needs be pull the green if your in platform,

 

[Kath123]

Hi I’m sorry to bump this again. If any of this post isn’t ok I apologise and mods please feel free to edit or delete.

A caseworker from my local MP’s office has now responded to the e-Mail I sent them in August. It sounds like they may try and intervene in the situation and advocate for better staffing at Yeovil Pen Mill but this is not confirmed yet.

The MP’s caseworker is going to ring me on Friday. Obviously I feel very grateful they might consider stepping in but I feel very anxious/nervous about the call on Friday. I’m worried I’ll mess it up somehow and I know there’s not a lot anyone here can probably say but I could just do with some support if possible please. Any tips for preparing for the call?

Has anyone ever had contact with their local MP to discuss staffing issues at their local station (and more specifically how this impacts on the provision of assistance to disabled Customers) and if so what was the outcome if you don’t mind sharing?

At present I’ve let the MP know that in relation to what happened on 2nd August I’ve decided to accept what GWR have offered on this occasion (the e-Mail apology, refund of ticket from that day, standard class complimentary return ticket) but that I don’t feel re-assured that the situation regarding the station staffing/issues with assistance at the station will change or that there won’t be a similar occurrence again to what happened on 2nd August. I know that GWR make assurances in their e-Mail to me but I’m struggling to trust them because they’ve previously made assurances to me which I feel haven’t come to much.

Finally just to ask (and I know it’s a big ask and I’m not sure I’m allowed to put it here) but if other people use Yeovil Pen Mill station and are effected by the staffing issues the station has (especially if it has effected the provision to you of assistance as a disabled person) I beg you to please contact the local MP to support what I’m saying - at the moment I feel very alone in my battle and I appreciate the station is not the biggest but I cannot believe there aren’t other people out there who aren’t effected by the issues the station has had. I fear if we don’t fight for staffing at our station we risk losing it completely in the future.

Incase anyone is wondering what my goals are from contacting the MP - to raise awareness of the situation with the station, to hope the MP will fight for the station to be reliably staffed it’s scheduled staffing hours and to avoid similar to what happened to me on 2nd August happening either with me again or to someone else.

On a positive note I managed to go back to Yeovil Pen Mill today (after nearly 3 months) which feels like an achievement for me (I know that probably sounds silly/will be hard for people to understand). I’m going back again tomorrow and that will be more of a challenge as the train I’ll be getting off there is due to arrive on platform 3 so I’ll probably have to cross the stepped bridge - I’m panicking and really hope there is a staff member there…..

Thanks to anyone who has read this.

 

[Hadders]

It's good that your MP is involved. They can be very helpful in raising this sort of thing with 'people at the top'. The case worker will be a 'normal' person, just doing their job like we all do. They deal with lots of different people about a whole range of issues so they wil be used to speaking to people who might not be very good at getting their point across.

I would make a list of points you want to make to make. The first post you made in this thread is probably a decent starting point.
Tell them about what happened
How it made you feel
The impact it's had on you (you could even mention the issue trying to do jury service)
I'd mention the response (or lack of it) from GWR
Tell then what you want to see happen

You could even send then a link to this thread.

 

[WesternLancer]

It's good that your MP is involved. They can be very helpful in raising this sort of thing with 'people at the top'. The case worker will be a 'normal' person, just doing their job like we all do. They deal with lots of different people about a whole range of issues so they wil be used to speaking to people who might not be very good at getting their point across.

I would make a list of points you want to make to make. The first post you made in this thread is probably a decent starting point.
Tell them about what happened
How it made you feel
The impact it's had on you (you could even mention the issue trying to do jury service)
I'd mention the response (or lack of it) from GWR
Tell then what you want to see happen

You could even send then a link to this thread.

As someone who once worked for an MP this is v good advice.

 

[Kath123]

It's good that your MP is involved. They can be very helpful in raising this sort of thing with 'people at the top'. The case worker will be a 'normal' person, just doing their job like we all do. They deal with lots of different people about a whole range of issues so they wil be used to speaking to people who might not be very good at getting their point across.

I would make a list of points you want to make to make. The first post you made in this thread is probably a decent starting point.
Tell them about what happened
How it made you feel
The impact it's had on you (you could even mention the issue trying to do jury service)
I'd mention the response (or lack of it) from GWR
Tell then what you want to see happen

You could even send then a link to this thread.

As someone who once worked for an MP this is v good advice.

Thank you both - I’ll try to follow the advice you have suggested @Hadders .

 

[LowLevel]

Hi Kath. I have no idea if you've tried this or feel comfortable doing so but as you've visited the station have you tried or considered talking to the staff there informally about how things are? It might help you to feel more comfortable about visiting talking to the staff as individuals rather than company representatives.

I say this as a conductor on rural trains who has come to know many of my passengers over the years and whilst they don't always see eye to eye with my employer I've always got on with talking to them in a candid way about any issues they have.

 

[Ken X]

I have been following this thread and would like to say how much I admire your tenacity and courage in dealing with the challenges placed in front of you. I am willing to bet there is a large silent group of people wishing you every success in conquering each and every hurdle placed in your path.

The present Mrs X is starting on a similar road having fallen victim to a brain infection which resulted in sectioning on several occasions and an impressive amount of meds. It is hard watching somebody who used to jet around Europe solo, battling to use a smartphone but I know she will not give up.

I look forward to hearing you win each small battle and will be silently cheering each victory. We need people like you who are willing to share your experiences and educate us by explaining your challenges.

 

[Skiddaw]

I have been following this thread and would like to say how much I admire your tenacity and courage in dealing with the challenges placed in front of you. I am willing to bet there is a large silent group of people wishing you every success in conquering each and every hurdle placed in your path.

The present Mrs X is starting on a similar road having fallen victim to a brain infection which resulted in sectioning on several occasions and an impressive amount of meds. It is hard watching somebody who used to jet around Europe solo, battling to use a smartphone but I know she will not give up.

I look forward to hearing you win each small battle and will be silently cheering each victory. We need people like you who are willing to share your experiences and educate us by explaining your challenges.

One of those moments when I wish we had a 'like' button. I wholeheartedly agree.

 

[mad_rich]

I'm only just catching up with your thread. I think it's very disappointing that they took so long to reply, and then replied with such a generic, bland response.

You have been very understanding of their failure, and you absolutely deserve better. You deserve to have your complaint addressed at a much more human level, with an acknowledgement of the effect a their failure to assist has had on you. They should be telling you what plans they have for how to reduce the risk of it happening again. It sounds like you haven't had that so far.

And, to echo what other people have said: you're definitely not making a nusiance out of yourself! You're entitled to travel, and be treated fairly. I wholeheartedly echo what Ken X says about admiring your tenacity.

I hope the phone call with your MPs office goes well. Don't be afraid to tell the story in your own words, about how it's contributed to your loss of independence. MP's caseworkers are good listeners, and will have some good ideas of what to do next. Have a think before your phone call: what is the main thing you want to happen as a result of this?

Good luck, and let's know how you get on.

 

[Kath123]

Hi All

Thank you very much for the replies and I really appreciate the kindness shown which means a lot to me.

Hi Kath. I have no idea if you've tried this or feel comfortable doing so but as you've visited the station have you tried or considered talking to the staff there informally about how things are? It might help you to feel more comfortable about visiting talking to the staff as individuals rather than company representatives.

I say this as a conductor on rural trains who has come to know many of my passengers over the years and whilst they don't always see eye to eye with my employer I've always got on with talking to them in a candid way about any issues they have.

Hi thank you very much for your reply which I’ve thought about a lot the past few days. I was going to ask if I could message you privately to discuss this more but I’m not sure I would be acting within the rules and don’t want to risk possibly making you feel uncomfortable.

I would like to do what you suggested and talk to the staff informally but I’m not sure how they’d feel about that/whether they’d be comfortable. Or whether they’d have the time.

As far as I’m aware (and I’m happy to be corrected if I’m wrong) Yeovil Pen Mill station only currently has two members of staff (except the signallers). There is usually only one member of staff on duty at a time and I think they work different days. One of the members of staff has only been at the station 6-12 months so is relatively new and though they do my assistance I haven’t really talked to them about things as I don’t want to frighten them off. The other member of staff has been there years but I feel our relationship has become quite strained because of the situation with the station and I feel sad about this. We can both be quite straight talking at times (which I don’t think is necessarily a bad thing), we’ve had difficult moments/interactions occasionally but I don’t hold anything against them personally - I think things have just been difficult for us both because of the situation we’ve found ourselves in. I worry they probably have a negative opinion of me though.

I was thinking the other day I wish we could all just sit down and share a pot of tea together and talk normally just to try and take the strain out of the situation for everyone a bit but I know obviously things don’t work that way and it won’t happen!

I have been following this thread and would like to say how much I admire your tenacity and courage in dealing with the challenges placed in front of you. I am willing to bet there is a large silent group of people wishing you every success in conquering each and every hurdle placed in your path.

The present Mrs X is starting on a similar road having fallen victim to a brain infection which resulted in sectioning on several occasions and an impressive amount of meds. It is hard watching somebody who used to jet around Europe solo, battling to use a smartphone but I know she will not give up.

I look forward to hearing you win each small battle and will be silently cheering each victory. We need people like you who are willing to share your experiences and educate us by explaining your challenges.

Hi thank you so much for your kind message which means a lot to me.

I’m really sorry to hear about all that you and your wife have been through and are still going through. It’s great your wife is determined to still be as independent as possible though and I send you both all the best.

Re mental health I sometimes feel cautious about talking about it due to the stigma but I have struggled with my mental health long term. I am currently plodding along but was sectioned in 2022 for 4 days - I found being sectioned quite distressing and hope it never happens again.

I'm only just catching up with your thread. I think it's very disappointing that they took so long to reply, and then replied with such a generic, bland response.

You have been very understanding of their failure, and you absolutely deserve better. You deserve to have your complaint addressed at a much more human level, with an acknowledgement of the effect a their failure to assist has had on you. They should be telling you what plans they have for how to reduce the risk of it happening again. It sounds like you haven't had that so far.

And, to echo what other people have said: you're definitely not making a nusiance out of yourself! You're entitled to travel, and be treated fairly. I wholeheartedly echo what Ken X says about admiring your tenacity.

I hope the phone call with your MPs office goes well. Don't be afraid to tell the story in your own words, about how it's contributed to your loss of independence. MP's caseworkers are good listeners, and will have some good ideas of what to do next. Have a think before your phone call: what is the main thing you want to happen as a result of this?

Good luck, and let's know how you get on.

Thank you so much for your kind words, re-assurance and understanding which mean a lot to me. The main thing I want to achieve by speaking to my MP is for them to advocate for Yeovil Pen Mill station to be reliably staffed its scheduled hours.



The caseworker from the MP’s office telephoned on Friday. They seemed in quite a rush so I didn’t have chance to go through all the notes I had made with them but I hope I managed to get across the main things I wanted to say.

The caseworker says the MPs office have received contact from constituents across the constituency area being concerned about staffing at various train stations locally. Therefore they think what they are most likely to do is write a general letter to the Department for Transport reflecting all the concerns raised.

They asked me whether I had concerns about staffing at any other local train station other than Yeovil Pen Mill so I gave Yeovil Junction a little mention as I’m aware they have had to close early on occasion recently due to short staffing - I’m nowhere near as concerned about staffing there as I am at Yeovil Pen Mill but am worried the situation could slip further.

With regards to my individual case re Yeovil Pen Mill they have asked me to sign an ‘Authority To Act’ form and after I send that back they say they may be able to contact the Accessibility Manager at GWR for re-assurances or perhaps directly contact Yeovil Pen Mill station.

I am planning to send the form back by e-Mail today. I’m guessing I should also send a copy in the post?

I asked if I could attend one of my MP’s surgeries to discuss my concerns directly with him but they said they aren’t able to hold them at the moment until they move office but will put me on the list of people to contact when they do.

Thanks for reading.

 

[Kath123]

Hi sorry to bump this again.

I’m worried about posting publicly but I could really do with some support.

 

[MotCO]

Hi sorry to bump this again.

I’m worried about posting publicly but I could really do with some support.

Do you have an update on the things you were talking about doing?

I can't remember if it has been mentioned earlier, but if you want a 'just sit down and share a pot of tea together', have you tried contacting either the Staton Manager or Area Manager (others will confirm actual job titles)? If you write a suitably worded letter explaining that you would like to meet to explain what practical issues you are facing, and that you want to like to see if there are any practical steps that can be taken to improve your journey, any manager worth his/her salt should take you up on your offer. I would hope that the problems you face are out of ignorance on the part of the TOC rather than anything else, and a 'cosy chat' might improve things.

Good luck!

 

[LowLevel]

Hi sorry to bump this again.

I’m worried about posting publicly but I could really do with some support.

Hi Kath, I can't promise to be of particular help (I don't work for GWR or in their area) but I also am quite happy if you've got any questions for you to private message me - can't guarantee I can answer but I'll have a look!

 

[Kath123]

Hi

Thanks to those who replied last week. I’m sorry about the delay getting back to you. Unfortunately my 14 year old retired guide dog had to be put to sleep on the 29th November so I am struggling right now and dealing with that has taken priority.

Do you have an update on the things you were talking about doing?

I can't remember if it has been mentioned earlier, but if you want a 'just sit down and share a pot of tea together', have you tried contacting either the Staton Manager or Area Manager (others will confirm actual job titles)? If you write a suitably worded letter explaining that you would like to meet to explain what practical issues you are facing, and that you want to like to see if there are any practical steps that can be taken to improve your journey, any manager worth his/her salt should take you up on your offer. I would hope that the problems you face are out of ignorance on the part of the TOC rather than anything else, and a 'cosy chat' might improve things.

Good luck!

Hi

Sorry yes I can update:

I spoke to the caseworker for my MP and signed an ‘Authority To Act’ form but I haven’t heard anything about whether they did take any action or any response they received.

Talking informally to staff at the station or asking for a pot of tea with them - I haven’t done this because I get the impression they wouldn’t want to and that our relationship is now too strained. There are only two staff members who work at the station (apart from signallers). They work different shifts.

Starting a petition to call for it to be reliable for the station to be staffed its scheduled staffing hours and for assistance to be reliably provided by station staff during those times - I’m still thinking about doing this but my personal struggles (detailed at the start of this reply) have delayed it. The newer member of staff at the station has told me it is currently fully staffed to be able to cover the full scheduled staffing hours (GWR clearly considers employing two members of staff for the station reasonable) but I know that as the member of staff who has been there longer has said to me previously when one of them is ill or goes on holiday etc it won’t be covered. An example of this is when a staff member went on holiday the week of 9th November and (taken from the GWR website at the time) the station was unstaffed the Saturday, Monday and Tuesday with reduced staffing hours the Thursday and Friday. But as they are classed as ‘fully staffed’ even though sometimes it’s unstaffed during its scheduled staffing hours am I still allowed to do a petition? Also I’m a bit worried about how many people will sign it because Yeovil isn’t the biggest area but I’m sure I can’t be the only one effected by the issues I’ve faced and hopefully the people of Yeovil care about the staffing at one of their stations. I’m tempted to do it, stand up and be counted even if I’m the only one who signs it! But on the other hand I don’t want to antagonise the situation more than things already are.

The station manager - I think speaking to them may be a good idea. I found an email from GWR offering this a few years ago but it didn’t materialise (I’m not blaming them for that - perhaps I should have made more effort). I’m not sure where the Station Manager is based. I think a few years ago someone told me Westbury. Does anyone know if that is correct and how I would contact them? I get the feeling the staff at Yeovil are pretty much left to their own devices.

Hi Kath, I can't promise to be of particular help (I don't work for GWR or in their area) but I also am quite happy if you've got any questions for you to private message me - can't guarantee I can answer but I'll have a look!

Thank you for this kind offer. I have sent you a message. It is long sorry and I understand if you don’t feel able to reply.



I have decided to give using Yeovil Pen Mill a wide berth for now but this is having quite a major impact on my life.

I did have no choice but to use the station for an urgent journey last Monday - this time there was a staff member there but things didnt go quite to plan on the return part of my journey.

The journey was from Yeovil Pen Mill to Bath as a day return and I booked assistance the day before. On the outward journey all my assistance went to plan - thanks to all involved.

On the return journey I got to Bath and let them know I had assistance booked and they took me upto the waiting room on the platform for my train and said someone would come back to get me but they didn’t come back to assist me to get on the train. After hearing the arrival of the train being announced twice still nobody came so I got up and walked out of the waiting room and onto the platform. The train was just pulling in. The platform was very busy (I think there has been a Christmas Market in Bath) and I struggled to navigate using my white cane and didn’t know what to do. Some other passengers spotted me and asked if I was ok. I quickly explained the situation to them and they kindly managed to summon a staff member at the last minute who assisted me onto the train and found me a seat. I asked Bath to call Yeovil Pen Mill for me to confirm I was coming and they said they would.

The guard on the train luckily was very ‘on it’. They spoke to me a couple of times during my journey re-assuring me that they knew about my assistance and that the staff member at Yeovil Pen Mill should be there to meet me (which the staff member at Yeovil themselves had also told me in the morning). The guard kindly came back to be with me and help me get off the train at Yeovil. However the station staff member hadn’t come across the stepped footbridge/track crossing to meet us on platform 3 so they could help me navigate to the station exit (which is across the stepped footbridge/track crossing - those who have read the thread previously and know the layout of the station know the issues I have there. The station staff are also fully aware). The situation ended with me shedding a few tears and the guard standing on the platform at Yeovil with me while he rang the Ticket Office to let them know we were there and to ask them to come over which they then did. No reason was given for why they hadn’t come over sooner but they did say Bath had called them. The guard was excellent but probably hates me now.

The member of station staff at Yeovil told me twice on the way out I am their priority but I don’t feel like it and I get the feeling they felt forced to say that.

I know that it was probably a bit over emotional for me to shed a few tears but I am just stressed by having repeated problems at the station (it feels like whatever I do they’ll never be resolved), i was upset that I and the situation was probably causing a slight delay to the train while the guard tried to resolve it, what happened at Bath didn’t help and I was already feeling quite emotional due to the passing of my 14 year old retired guide dog on 29th November.

Unfortunately the experience detailed above is not the first time a Ticket Office staff member has not come across to meet me when coming in on platform 3 and the station has been staffed (guards and signallers have on occasion previously helped me over the footbridge/track crossing). It has also happened on occasion when coming in on platform 1 but at least it is easier to get out then as I don’t need to cross the station. I do understand it may be difficult for them at times because there is only one person in the Ticket Office at a time and I fear complaining too much as I worry GWR may just come back and say the station won’t be offering the assistance service anymore.

When me and the guard were stood on the platform at Yeovil the signaller came by. They said they would’ve assisted me across the track crossing but couldn’t as they’re not trained. They have before but I guess I’ve unintentionally got them in trouble by mentioning it online. I’m sad about that. They gave good assistance previously but have clearly been told now not to.

Thanks to anyone who has read this far.

Any further help/advice/support gratefully received……

 

[Fawkes Cat]

The guard was excellent but probably hates me now.

Just to pick up on this one point: the guard won’t hate you. He might well hate the system which meant that station staff weren’t in position when they should have been, but if anything he will respect you for having made all the arrangements you should need to travel.

And my condolences on the loss of your dog: the bond between anyone and a pet is great, and I guess that is even more so with a guide dog who was so close to you for so long, even once the had retired.

 

[MotCO]

Sorry to hear about the loss of your guide dog. I hope you will soon get a new one, if that's what you want.

I've two further thoughts. Firstly, does the RNIB have any advocates who could help you access the powers that be at the station? They may well have contacts in the 'right places'.

Secondly, although it is less than ideal, and really avoiding the problem than tackling it, there is a second station in Yeovil. Do you have access to subsidised taxis which could take you to and from the second station? (Also, I assume that you have a Disabled Persons Railcard, giving you 1/3rd off ticket prices?)

I do find it unacceptable that a solution seems to be so far away. You are not a 'nuisance' - you are a passenger who is entitled to, and deserves, the appropriate help. You have found some good rail staff (and fellow passengers) who have helped you - you just need to find some more, particularly at your local station.

 

[Ken X]

Thguard was excellent but probably hates me now.

Still following the thread and feeling your pain re your guide dog. It's no fun seeing them depart.

I really would not worry about what staff think. They see people with difficulties and problems regularly and 99% will do all they can to help. It's just part of the job.

I spent over twenty years working in Airports and once you put on a high vis in a Terminal you are a magnet for everyone with a question or problem. All you can do is be polite and try to assist as best you can.

We once had a travellator in bits at Gatwick for a condition survey around midnight when my colleague spotted an elderly lady looking lost and bewildered. He enquired and she had just flown in and was being met by her son. She had his phone number but couldn't work out how to use her mobile as she only carried it for emergencies.
We phoned her son who, it turned out, was at least 45 mins away due to traffic. The lady was getting tearful, so we told the son where we were, blagged a chair from check-in and plonked her down just by our work barriers where my colleague could chat to her. I got very large tea and sticky bun from Costa and we had her sorted. I carried on working whilst my colleague drove the machine and chatted away. An hour later son arrives and all is sorted.

Everyone I worked with would have done the same. It's what you do as a customer facing employee. We'll never see that lady again but we got her life story and know all about the grandkids.

There are many kind, friendly people around. Be brave, engage and you will meet lots of them. It made us feel good that night as well so it works both ways.

 

[Kath123]

Thank you to everyone for the replies and kind words.

I've two further thoughts. Firstly, does the RNIB have any advocates who could help you access the powers that be at the station? They may well have contacts in the 'right places'.

Secondly, although it is less than ideal, and really avoiding the problem than tackling it, there is a second station in Yeovil. Do you have access to subsidised taxis which could take you to and from the second station? (Also, I assume that you have a Disabled Persons Railcard, giving you 1/3rd off ticket prices?)

Hi that’s an interesting thought about does the RNIB have any advocates. I don’t know the answer. My only concern is that if they do I’d guess they will probably be some distance from Yeovil so might not know who to contact. I thought our nearest RNIB office is Bristol but Google appears to indicate even that is closed now.

The other station which serves Yeovil is Yeovil Junction. I know they struggle a bit with staffing but generally I find they are more likely to be staffed then Yeovil Pen Mill and they are a very friendly and cheery team. Unfortunately the two stations run on two different lines so usually the destination you are heading for dictates which station you would most likely travel from eg if I want to go to Bristol then Pen Mill has a direct train but if I started at Yeovil Junction I’d have to change and pay slightly more for the ticket I think.

I don’t have access to discounted taxis unfortunately but I do have a disabled railcard and a Concessionary bus pass for free bus travel and both of those get good use.

I really would not worry about what staff think. They see people with difficulties and problems regularly and 99% will do all they can to help. It's just part of the job.

I spent over twenty years working in Airports and once you put on a high vis in a Terminal you are a magnet for everyone with a question or problem. All you can do is be polite and try to assist as best you can.

We once had a travellator in bits at Gatwick for a condition survey around midnight when my colleague spotted an elderly lady looking lost and bewildered. He enquired and she had just flown in and was being met by her son. She had his phone number but couldn't work out how to use her mobile as she only carried it for emergencies.
We phoned her son who, it turned out, was at least 45 mins away due to traffic. The lady was getting tearful, so we told the son where we were, blagged a chair from check-in and plonked her down just by our work barriers where my colleague could chat to her. I got very large tea and sticky bun from Costa and we had her sorted. I carried on working whilst my colleague drove the machine and chatted away. An hour later son arrives and all is sorted.

Everyone I worked with would have done the same. It's what you do as a customer facing employee. We'll never see that lady again but we got her life story and know all about the grandkids.

There are many kind, friendly people around. Be brave, engage and you will meet lots of them. It made us feel good that night as well so it works both ways.

Hi thank you for sharing your experience with the passenger at Gatwick. I’m sure your kindness really helped them out. Indeed I’ve had many experiences where public transport workers have gone the extra mile for me and I’d want people to know that - I’m not in any way trying to say that all my experiences or interactions with public transport staff are negative as that’s not the case at all and I’m grateful to those staff who have helped me.


I had a letter from my MP today. It’s dated the 2nd of December but I only received it this morning.

The letter is as follows:

Dear (insert name)

I hope this letter finds you well. I was recently informed by a member of my team about your distressing experience at Yeovil Pen Mill Station.

I take this matter very seriously. It is unacceptable that the station’s facilities and services did not accommodate your needs. Everyone has the right to travel independently and with dignity, and in your case this right was not respected.

After learning of your case, we conducted our own research and the findings were deeply concerning. I was shocked to discover that only 2% of train stations have level boarding, that at 67% of stations the platforms are too narrow for wheelchairs to turn, and that around 40% have no tactile paving which is a vital safety feature for blind and visually impaired people.

I want you to know I have submitted an Early Day Motion in Parliament regarding assistance and access for disabled people at railway stations. I will continue to call for an urgent review of the station’s facilities and the wider railway infrastructure to improve the services available to people with disabilities.

Please be assured that your experience is not being overlooked. I will continue to press for the necessary changes and hold the responsible authorities accountable. If you have any further details you would like to share, or require additional assistance, please do not hesitate to contact me again.

Once again thank you for bringing this important issue to my attention.

Yours sincerely
Adam Dance
MP for Yeovil

I don’t know much about Early Day Motions. Does anyone else? I found the Early Day Motion online and will try to post the link at the end of this post. 29 other MPs have signed to support it so far but the research I’ve done online appears to indicate Early Day Motions rarely get debated in the end. Does anyone know if that’s right? Either way I’m grateful my MP has tried to do something no matter what the end result may turn out to be.

Link to the Early Day Motion is below

https://edm.parliament.uk/early-day-motion/62818

Thanks again for reading.